The Challenge

Our client, a well-known North American retail brand, wanted a clearer understanding of their customer experience and what could be done to make it better. Early improvement goals centered on:

• Decreasing overall Average Handle Time
• Reducing repeat calls
• Increasing customer satisfaction

The Solution

A cross-functional team conducted a 30-day interaction analytics study, examining:

• Top call drivers
• Correlation between agent behaviors and customer sentiment
• Reasons for repeat calls and transfers
• Technical customer issues
• Issues with orders, returns, and exchanges